Manager, Customer Experience

4 weeks ago

Winnipeg Manitoba AC, Manitoba, Canada Neo Financial Full time

Come Build a Better Financial Future for all Canadians

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.

From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.

  • LinkedIn’s Top Startup in Canada for 2022 and 2023
  • Top-ranked mobile apps and credit cards
  • Canada’s top-rated credit card
  • Team of 700+ people
  • 1M+ customers in 3 years
  • 11K+ retail partners

High Performance at Neo

We recruit, hire, and build our company culture around these attributes:

Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.

Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.

Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

The Role:

As the Manager of Customer Experience, you will lead and develop a team of professionals, ensuring they deliver exceptional experiences for customers while driving business performance through tactical execution and day-to-day management. If you’re someone who loves a dynamic, fast-paced environment and thrives in change, you’ll fit right in with us

What you’ll be doing:

  • Oversee and evaluate customer interactions, assessing performance based on the GREAT model, ensuring consistency and excellence in customer service delivery.
  • Provide coaching and constructive feedback to develop Customer Experience Specialists (CES) based on the GREAT model. This includes working closely with Business Partners (BPs) on performance management, conducting side-by-side coaching sessions, facilitating one-on-one meetings for performance, career, and development discussions, as well as conducting group coaching sessions.
  • Provide coaching and direction to Experience Professionals (EPs) that best support business execution. Also collaboratively building development plans with EPs supporting their professional journey.
  • Take ownership of CES objectives and key performance indicators, including behaviours, fraud detection, authentication processes, and handling complaints efficiently. Additionally, collaborating workforce management to ensure optimal team composition and adherence to schedules.
  • Drive business performance improvement by monitoring adherence to schedules, tracking progress through CES development initiatives, fostering a positive workplace culture to improve retention rates, and ensuring high lighthouse readership rates while minimizing occurrences of tardiness or other performance issues.

Who we're looking for:

  • You possess strong analytical skills coupled with a proactive approach to problem-solving, enabling you to identify areas for improvement and take decisive action to address them.
  • You excel in managing both upwards and downwards within the organisational hierarchy, effectively communicating with senior leadership as well as supporting and guiding your team towards achieving collective goals.
  • You prioritise the needs and satisfaction of customers above all else, consistently seeking ways to enhance their experience and exceed their expectations.
  • You are adept at identifying challenges and devising creative solutions to overcome them, always striving to find the most effective and efficient ways to achieve desired outcomes.
  • You are committed to the professional growth and development of your team members, actively providing opportunities for learning and advancement within the organization.
  • You demonstrate resilience in the face of challenges and adaptability in dynamic environments, remaining composed and focused on achieving objectives despite obstacles or changes in circumstances.

Working at Neo

Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.

The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that’s what you’re looking for, read on.

We trust, respect, and show up for each other. That means truthful conversations, frequent feedback, and working with people who push you to be your best. We’re evolving quickly as an organization, we work together in person, and the pace of progress isn’t for everyone. That’s why we’re looking for change-makers who love a challenge — who would rather blaze a trail through uncertainty than travel a well-paved road.

Our team members earn meaningful equity in the company through stock options — so Neo’s growth benefits everyone who helps make it happen. That also means taking on more responsibility than you may have had at your last job. We don’t get hung up on job titles or hierarchy — we’re focused on doing what it takes to accomplish our mission.

Apply with Us

We believe in equal opportunity, and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

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